26/08/29 · Offline Notepad

STATE YOUR NAME

Hi, your are now chatting with Miah. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

Hi, your are now chatting with Miah. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

RETS

CID: 489f8ac3-ffed-4c6a-9438-3ff4e1590dab Account Number: 219369405 Identity of the chatter: AH/ Name of the chatter: Pankaj DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 12:18:24 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Renewal package offers RESOLUTION: unresponsive intro BE: AI:

RETS

CID aacbe409-1201-42b3-88ea-db7622d8bbd4 Account Number: 01612846009 Identity of the chatter: AH Name of the chatter: Matthew DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 12:42:59 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: cancel home move RESOLUTION: The customer requested cancellation of their home move and disconnection request due to no longer relocating. The customer expressed frustration at multiple transfers and extended wait time. The agent apologized and confirmed successful cancellation of both requests. The agent instructed the customer to refuse delivery of new equipment when it arrives. BE:

RETS

CID: a020d0a8-6547-4b30-a949-f172835844cf Account Number: 925537901 Identity of the chatter: AH/ Name of the chatter: Ian DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 12:37:26 Contact number update status: Verified/ Email address status: Verified/ CJM: C-2608262777 WO: QUERY: My end of contract bill with Plunet has not been credited to my Virgin account RESOLUTION: The customer raised a concern about a switching credit that was not applied following a provider change. The agent reviewed the account and identified that submitted documentation did not meet approval criteria. The agent explained that specialized teams have the required secure access to review external financial documents and process credits, and provided the Customer Care Team contact number. The customer requested a chat transcript and was directed to download it. The agent created a case with a reference number and confirmed contact would be made via email within 24–48 hours. The customer expressed dissatisfaction that no explanation was given regarding why their submitted documentation was rejected. BE:

RETS

CID: 05604bbd-307f-4947-8ccf-27b48e123119 Account Number: 694806501 Identity of the chatter: AH Name of the chatter: David Smart DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 14:02:11 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: End of contract RESOLUTION: offered option 1 and 2 || cx will think about it BE: AI: The customer contacted regarding contract renewal. The agent confirmed contact details and reviewed account options. The customer indicated interest in renewal only if pricing remained the same or reduced. The agent explained that a Wi-Fi pod previously provided free would cost £8 monthly without the associated mobile service. The customer preferred to keep the pod without extra charges. The agent presented two renewal options: £45 monthly for standard broadband, television, and Wi-Fi pod on a 24-month contract, or £42 monthly for upgraded broadband, television, landline, and mobile service with enhanced data on a 24-month contract. The customer requested time to decide. The agent saved both offers to the account, subject to availability.

Upon checking your account, I’ve found a couple of offers that could be worth considering. I’ll run through both so you can decide what works best for you.

Option 1: For £45 a month on a 24‑month contract you'll get 362Mbps broadband, Mixit TV channels, and Wi-Fi pod—perfect for your current usage

Option 2:

Alternatively, for £42 a month (£37 media + £5 O2 SIM) on a 24‑month contract, you’ll get upgraded speeds (362 to 516 Mbps), Mixit TV, and landline, plus a 2GB data boosted to 4GB data O2 sim with Priority perks—giving you even more value than option 1 RETS

CID: fd30ac40-76ef-4987-9b90-a8a1022839cd
Account Number: 189485501 Identity of the chatter: AH Name of the chatter: Terence Sandford DPA STATUS: PASSED/ DPA TIME STAMP:26-08-26 15:42:19 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: 17399051 QUERY: my contract ends in 49 days. I would like all services to stop after this date please. I do Not wish to renew and I do not want an out of contact bill for £81.50 RESOLUTION: cx requested to cancel by the end of contract on 14/10/26 || processed DI BE:
Bill Bill Billing Due Amount Run Date Date 1 38.49 11/09/26 29/09/26 AI: The customer requested disconnection of all Virgin Media services by the end of their contract on 14 October 2026, as they are relocating and do not wish to renew. The agent confirmed the disconnection date and advised a final bill of £38.49 will be generated. The customer chose to provide 30 days' notice whilst remaining connected for the full contract period. The agent explained billing runs one month in advance, confirmed any linked mobile service will not be affected, and instructed the customer to return equipment using pre-paid packaging via Collect+ or face a £65 replacement charge. A disconnection confirmation email will be sent.

RETS

CID: bad3fa14-966d-4d04-a13e-6dc008ba2e6f Account Number: 410522704 Identity of the chatter: AH Name of the chatter: Nia DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 17:12:18 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: No longer need WiFi RESOLUTION: unresponsive intro BE:

RETS

CID: 1f51436c-c438-40a1-b4ba-7d907865e3fd Account Number: 38175005 Identity of the chatter: AH/ Name of the chatter: Abhishek saraf DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 17:12:21 Contact number update status: Verified/ Email address status: Verified/ CJM: WO:38175005 QUERY: I have switched to a new provider RESOLUTION: new services has been installed || processed 30 days BE: Bill Bill Billing Due
Amount Run Date Date
1 20.25 15/09/26 5/10/26
The customer requested cancellation of all services after switching to a new provider with installed services. The agent processed the disconnection request with a 30-day notice period, with services ending on 25 September 2026. A final bill of £20.25 is due on 5 October 2026. Any applicable credits will be refunded within 45 days. The agent advised that an O2 SIM would not be affected and that Virgin Media equipment must be returned via pre-paid packaging to Collect+ points, or a £65 replacement charge may apply. The customer will receive an email confirming disconnection details.

RETS

CID: 56e3df71-4439-4daf-a8da-6012f394cdd9 Account Number: 923227601 Identity of the chatter: AH/ Name of the chatter: JONATHAN JOHN DPA STATUS: PASSED/
DPA TIME STAMP: 26-08-26 17:42:24 Contact number update status: Verified/ Email address status: Verified/ CJM:WO: QUERY: cancelling RESOLUTION: OTS cancellation. customer went unresponsive BE: i:: The customer requested to disconnect Virgin Media services. The agent presented two options: One Touch Switch or 30 days' notice. The customer chose One Touch Switch, whereby the new provider initiates the disconnection process. The agent confirmed that Virgin Media will be notified by the new provider, the customer will receive an email, and services will cease upon installation with no service overlap. The agent noted that any linked O2 SIM will not be affected. The agent instructed equipment return via pre-paid packaging to Collect+ points, with a potential £128 charge for unreturned items. The customer will receive an email with disconnection details.

Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details:

Option 1:

For a total of £37 per month on a 24‑month contract, you'd receive 516Mbps broadband along with Netflix with Ads. This package is well suited to your current usage.

Option 2:

Alternatively, you'll get our supercharged package for just a total of £42 per month (£37for your media and £5.00 for O2 sim) on a new 24 months contract, you'll enjoy the upgraded internet speed from 516Mbps to 1130Mbps along with Netflix with Ads, this package includes a 4GB data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. This option gives you additional value compared to the option 1.

RETS

CID: 0b983737-30cd-4b4f-adf1-ee978b7828a3 Account Number: 09440305 Identity of the chatter: AH Name of the chatter: Mark young DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 19:21:06 Contact number update status: Verified/ Email address status: Verified/ CJM: WO: QUERY: Joining sky RESOLUTION: customer idle intro BE: The customer initiated contact and indicated a desire to cancel service. The customer expressed interest in joining Sky. The agent greeted the customer and stated they would review details shared with a system bot. The agent requested the customer's full name.After extended inactivity, the agent checked connection status and subsequently ended the chat session, noting the customer appeared to have left. The agent invited the customer to rejoin chat at a more convenient time and requested survey completion.

RETS

CID: d4a3919c-27de-48be-a45f-3c524757b85d Account Number: 661616202 Identity of the chatter: AH/ Name of the chatter: Chelsea Coate DPA STATUS: PASSED/ DPA TIME STAMP: 26-08-26 19:41:08 Contact number update status: Verified/ Email address status: Verified/ CJM(C-2608267357) WO: QUERY: I have no internet, again. You are failing in your most basic duty. RESOLUTION: The customer reported continuous internet outages preventing work and television use since joining the service. The agent directed the customer to a self-serve troubleshooting guide and explained that technical faults cannot be resolved through chat. A case was raised on the customer's account with a case reference number provided. The customer will receive a call or email update within 24–48 hours. The agent advised the customer to contact the dedicated Faults Team for technical diagnostics and line testing. The customer did not respond further and the chat session ended. BE: AI:

AODUMMV I know it's frustrating to be redirected when things aren't working, but I want to make sure you get straight to the team with the right tools to turn this experience around for you. Since you are dealing with service faults and I want to make sure your day doesn't get any more frustrating, I want to be completely direct with you. My system tools on this chat are limited, meaning I cannot run the line tests or diagnostics needed to physically fix a technical issue from here.

Our dedicated Faults Team can log straight into your Hub. You can call them for free on 150 from a Virgin Media phone, or dial 0333 000 5925 from any other line.

Thanks for waiting! Quick recap: you’re getting our Max VOLT Dual (v 02.26) for £73.00/month on a 24‑month contract (£196.00 after the promotion). Your new contract will be activated on DD/MM/YY

Any out-of-plan calls (landline) or pay‑per‑view purchases (TV) will be charged additionally That’s it—your order is complete! Your work order number is WO-XXXXXXXXXX—please keep it for reference. RETS

CID: f08e22f2-d165-463e-bcb7-02d8074691f1 Account Number: 838399201 Identity of the chatter: AH/ Name of the chatter: Carlie DPA STATUS: PASSED/ DPA TIME STAMP: v26-08-26 20:05:46 Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: WO: 39937641 QUERY: I’ve renewed our contract but it’s not showing on our account and we have been billed mich more RESOLUTION: accepted Max volt dual for £73 BE: Bill Bill Billing Due
Amount Run Date Date
1 46.11 26/09/26 12/10/26
2 73.00 27/10/26 12/11/26
The customer requested contract renewal review. The agent confirmed a £73 per month package including broadband, Netflix, television with sports and movies, and O2 services. The customer requested additional discount; the agent declined, stating the price was final. The customer requested a £40 credit be applied to the next bill, which the agent confirmed would be adjusted. Contract documentation was sent via SMS and email. The customer queried Netflix ad inclusion; the agent clarified the standard plan includes ads but can be upgraded via the Netflix app or account portal. The order was completed with a 24-month contract starting on the scheduled install date. The next bill will be £46.11 including pro-rata charges, then £73.00 thereafter. The agent advised of potential brief service interruption during changeover. RETS

CID: Account Number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: WO: QUERY: RESOLUTION: BE:

RETS

Upon checking your account notes, you did not not met the eligibility for the credit, this is due to Incorrect evidence provided. I understand MOVERS MESSAGING**

CID: 7d076416-5f7e-40d2-883b-0f4d4978b594 Account number: 520732002 || 5045874-03 Identity of the chatter: AH Name of the chatter: Shannon DPA STATUS: PASSED DPA TIME STAMP: 26-08-26 14:26:46 Contact number update status: Verified Email address status: Verified CJM: N/A WO: OLD: 4845716 NEW: 48457163 RESOLUTION: Contract continuation NEW ADDRESS: 40 BIRCHWOOD FIELDS TUFFLEY
GLOUCESTER GL4 0AP NEW ACCOUNT #: 5045874-0 DISCO DATE: 28/08/26 INSTALL DATE: 03/09/26 'Contract Supression Form' form has been submitted and the Reference Id is 108272_594070 BE: OLD: Bill Bill Billing Due
Amount Run Date Date
1 32.42- 1/09/26 28/09/26

NEW: Bill Bill Billing Due
Amount Run Date Date
1 76.93 4/09/26 24/09/26
2 30.50 3/10/26 23/10/26
AI: The customer requested assistance with setting up a home move. The agent confirmed the new address was serviceable and arranged service activation for 3 September 2026, with disconnection on 28 August 2026. The customer will use existing equipment with self-install setup. The agent explained the first bill at the new address will be £76.93 with a £32.40 credit applied, resulting in £44.51 due, which includes a £20 moving fee. The customer confirmed keeping their existing Direct Debit. The agent will send email confirmation and provided a support website link for setup assistance.

Because you are bringing your services to your new address you won't receive a final bill at your current property. I can see on your account that you have a credit of £32.4 which we'll use towards your first bill at the new address. This will be £ 76.9 due on the 24/09/2 but we'll deduct your credit so you'll only pay £44.51. This price includes your £20movers fee. MOVERS MESSAGING**

CID: 823fa393-1314-455b-a2b7-0bbeb9c1f5e6 Account number: 308349601 Identity of the chatter: AH Name of the chatter: Joanne DPA STATUS: PASSED DPA TIME STAMP: 26-08-26 17:46:52 Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: enquired about service options for a house move with their current package expiring 28 September and relocation planned for end of October. The agent confirmed the customer's details and discussed installation requirements. The customer raised concerns about cable routing for a centrally positioned television on a chimney breast. The agent explained the engineer could route cables discreetly through the kitchen or set up wireless connectivity. The customer confirmed their existing equipment supports wireless connection at no additional cost. || NFAT NEW ADDRESS: 76 lindhurst road Athersley north Barnsley enquired about service options for a house move with their current package expiring 28 September and relocation planned for end of October. The agent confirmed the customer's details and discussed installation requirements. The customer raised concerns about cable routing for a centrally positioned television on a chimney breast. The agent explained the engineer could route cables discreetly through the kitchen or set up wireless connectivity. The customer confirmed their existing equipment supports wireless connection at no additional cost. The agent advised the customer could renew their contract and schedule the move within 30-60 days, with the ability to reschedule once a definite date is confirmed. The customer will contact the company later once their moving date is finalized to proceed with renewal and installation.

MOVERS MESSAGING**

CID: 1e158199-70a2-4fd9-85a6-fc6ce55222a2 Account number: 968059201 Identity of the chatter: AH Name of the chatter: Daniel baylin DPA STATUS: PASSED DPA TIME STAMP: 26-08-26 18:46:36 Contact number update status: Verified Email address status: Verified CJM: N/A WO: QUERY: Moving RESOLUTION: idle intro AI: The customer enquired about their contract end date, indicating they were relocating and wanted to cancel at renewal. The agent confirmed the contract would end on 17 October 2026. After the customer became unresponsive, the agent ended the chat session and requested feedback via survey. MOVERS MESSAGING**

CID: 728f8cc3-dd81-40cd-a21f-f4d76d1a6584 Account number: 122978801 Identity of the chatter: AH Name of the chatter: Connor DPA STATUS: FAILED DPA TIME STAMP: n/a Contact number update status: Verified Email address status: Verified CJM: N/A WO: QUERY: Moving RESOLUTION: idle intro BE: AI: The agent greeted the customer and confirmed the customer's intention to cancel services due to relocating and a family member having alternative internet access. The customer did not respond to follow-up messages from the agent. The agent ended the chat session and requested the customer complete a feedback survey.

We’ll need to go through a few questions to gain on the account. Can you please provide the 3rd, 5th, and 10th characters of your memorable password? This is the password you use when you contact us, and not your online account password. 🔑

MOVERS MESSAGING**

CID: 2802a5fc-60cd-4493-8a41-604f869b1b43 Account number: 871697101 Identity of the chatter: AH Name of the chatter: David DPA STATUS: PASSED DPA TIME STAMP: 26-08-26 19:21:09 Contact number update status: Verified Email address status: Verified CJM: N/A WO: 39761546 QUERY: I’m moving out RESOLUTION: customer did not provide address and requested to cancel as he move to his partner house DISCO DATE: 25/09/26 BE: Bill Bill Billing Due
Amount Run Date Date
1 32.19 12/09/26 1/10/26
Ai: The customer requested cancellation of all services due to a permanent house move. The agent arranged disconnection on the move-out date with a notice charge added to the final bill. Services will disconnect on 25 September 2026, with a final bill of £32.19 charged via direct debit on 1 October 2026. The agent will send prepaid equipment return packaging within 10 days of disconnection for return at a Collect+ point. The customer will receive an email confirming disconnection details, and the direct debit will be cancelled automatically once the account is settled.

MOVERS MESSAGING**

CID: 7462e21f-e172-4fdb-8249-eceddb4a5779 Account number: 93854808 Identity of the chatter: AH Name of the chatter: aaron DPA STATUS: PASSED DPA TIME STAMP: 26-08-26 20:04:41 Contact number update status: Verified Email address status: Verified CJM: N/A WO: Query: transfer to new address RESOLUTION: gone away process as new address is still active NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: Ai: The customer requested assistance transferring services to a new address for an imminent house move. The agent identified an active service at the new property from another customer and submitted an override form to disconnect it, with typical processing taking 24–48 hours. The agent prioritised the case as urgent given the customer's moving date and family circumstances. The agent committed to contacting the customer with definitive updates on disconnection and installation dates within 1–2 days. The customer confirmed availability for calls at any time. MOVERS MESSAGING**

CID: Account number: Identity of the chatter: AH Name of the chatter: DPA STATUS: PASSED DPA TIME STAMP: Contact number update status: Verified Email address status: Verified CJM: N/A WO: RESOLUTION: Contract continuation NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: MOVERS MESSAGING**

AODUMMV HV500M MGVTDU2 SPDBS2D

HV1GB5 L161DD6 MGVTDU3 NFNWENR

AFEED01 DIACTD FRACTD HUB5QS QSVHBU1 SRD63